Summary
Customer experience (CX) roles are still fairly new to many organizations. This report lays out a two-phase program for CX pros to structure their first three months on the job. CX pros must first focus on understanding their new universe and their role in it. CX pros must start preparing for long-term CX transformation. This includes getting executives to buy into CX so that they allocate funds and resources to the practice. It also includes forming a cross-functional CX committee to help oversee CX decisions and remove roadblocks as well as starting work on a CX vision to set long-term direction.
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